Refund Policy

REFUND POLICY
Last updated: September 26, 2022

1. Scope of application
   This Refund Policy governs cancellations, changes and refunds of payments made to Alef Med (the “Clinic”) for aesthetic medicine and cosmetology services provided in Valencia (Spain).
2. Nature of the services
   The services offered are sanitary and personalized. The information below applies without prejudice to current consumer regulations and applicable health regulations.
3. Right of withdrawal
   In distance contracts, the right of withdrawal does not apply once the health service has been fully provided or when its execution has begun with the patient's prior consent, after having been informed. For unsealed hygiene or cosmetic products, there is no return for reasons of health protection.
4. Cancellation or change of appointment
   — Cancellations with at least [24] hours in advance: full refund or rescheduling at no cost.
   — Cancellations with less than [24] hours or no-show: a penalty of 20€ or loss of Advance/reservation.
   — Rescheduling: the first rescheduling within the indicated time is free; additional rescheduling may have a charge of 20€.
5. Advances and reservations
   For certain treatments, an advance/reservation of 20€.
   — If you cancel within the allowed period: the advance payment is fully refunded.
   — If you cancel after the deadline or don't attend: the advance may be withheld for organizational expenses and calendar blocking.
6. Bonuses and session packages
   — The vouchers are valid for 3 months since the purchase, unless otherwise indicated.
   — Repayment of uninitiated bonds: within 14 days since the purchase, if no session has been used.
   — Partially used bonuses: the refund (if applicable) will be calculated by subtracting the value of the sessions consumed from non-discounted price per session, plus any applicable expenses; the rest is returned.
   — Promotional or special discount vouchers: unless otherwise indicated, they are not refundable once initiated.
7. Products
   — Sealed products: they can be returned within 14 days if they are in perfect condition and original unopened packaging, presenting the receipt.
   — Unsealed products for personal use (cosmetics, dressings, etc.): for hygiene and health reasons, they cannot be returned except for manufacturing defects.
8. Medical contraindications
   If a professional determines a contraindication before starting treatment, you can choose between:
   a) full refund of the amount paid for that treatment, or
   b) exchange for another suitable service, compensating for price differences if any.
   If the contraindication appears after starting treatment, a proportional refund will be assessed based on the sessions/events already performed.
9. Promotions and gift cards
   — Promotions with a limited date or space may not be refundable; this will be indicated in each case.
   — Gift vouchers: redeemable within their validity period 3 months. They are not exchanged for money, unless required by law; if the chosen treatment costs less, the difference may remain as a balance for future purchases within the validity period.
10. Form and deadline for reimbursement
    — Refunds will be made by the same means of payment used, unless otherwise agreed and at no cost to the patient.
    — Management deadline: 21 business days since the approval of the refund.
    — Payments financed or through third parties (e.g., payment platforms): the return will be processed according to the conditions of the financial provider.
11. Combined appointments and multi-phase treatments
    If a plan includes several actions, the reimbursement (if applicable) will be proportional to the unexecuted part, taking into account prepared materials, schedule time and acts already carried out.
12. No-show (no attendance)
    Absence without notice within the indicated period may result in Loss of the advance payment or the collection of a no-attendance fee of 20€ no-attendance fee, intended to cover the reserved schedule time.
13. Taxes and Fees
    The amounts reimbursed will be made deducted or including applicable taxes as appropriate (VAT or others), in accordance with the law.
14. How to request a refund
    Send your request to info@alef-med.com or contact +34 960 397 016, indicating: full name, date of the appointment/purchase, service/product and reason. We may request additional documentation (ticket/invoice, product photographs, clinical report, etc.).
15. Patient Care and Complaints
    For any questions or complaints, you can contact info@alef-med.com or to the address of the Clinic indicated in the Legal Notice. You can also go to the public consumer complaint systems of the Valencian Community.
16. Policy updates
    We may revise this Policy to reflect legal or operational changes. The current version will always be the one published on this site, with an indication of the date of the last update.

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